IT Technician

Recruiter
Kyonet IT Ltd
Location
Corby, UK
Salary
Competitive
Posted
11 Oct 2019
Closes
09 Nov 2019
Ref
1276895011
Contract Type
Permanent
Hours
Full Time
ROLE

Kyonet - IT Ltd are a Midlands based IT company, providing support and managed services to a variety of businesses and education providers, locally, across the UK and when required internationally.

Kyonet-IT Ltd are seeking a highly motivated individual to join our expanding Technical support team. As part of the team you will be responsible for providing technical support to clients; both based from our Corby offices in addition to field based support when required. Primarily you will be responsible for 1st line support, assisting and helping clients with problems that arise, submitted via our helpdesk and support line. Therefore an excellent telephone manner and an ability to communicate with a variety of people is essential. As part of our team you will be expected to visit sites and offer 3rd line support and to assist with larger projects.

This role does require travelling to site, this includes the local area, across the UK and on occasion abroad, therefore flexibility is required with regards to hours of work and staying away when required.

You would need to be organised and self-motivated in order to maintain an organised and prioritised workload.

JOB PURPOSE

To ensure that all clients, suppliers and colleagues receive an excellent standard of customer service and/or support at all times. A large portion of the role will involve technical support to clients and working closely with senior staff members. At all times it is critical that the relevant quality and regulations are complied with.

You will be required to carry out project work, installations and scheduled maintenance on customer systems both remotely and onsite. You will be an escalation point for calls emanating from the helpdesk and provide 2nd line support. Supporting external clients in managed service/onsite environment preferable. This is a great opportunity for a Support Engineer to take a huge step in there career Windows Systems Engineer.

Although a majority of our client base is within Northamptonshire and the bordering counties; travel will be required to cover clients across the UK, and infrequently international.

Some out hours work and support may be required and excluding cover for bank holidays and weekends.

MAIN RESPONSIBILTIES
  • To answer all calls in a prompt, polite and professional manner.
  • To take calls from users and offer a high level of 1st line support to them.
  • To offer a high level of 2nd and 3rd line support to clients, following escalations and during site visits
  • To carry out regular maintenance visits to retained customers at a time and date as scheduled.
  • To co-ordinate the effective resolution of problems to ensure service delivery, and solutions implemented to prevent re-occurrence.
  • To assemble, configure and server hardware and peripherals.
  • Investigation and diagnosis of IT faults and problems, this may include hardware and software issues, PC's systems and network equipment.

KEY ADMINISTRATIVE DUTIES
  • Ordering products for in-house and customer orders.
  • Maintaining procedural documentation where necessary.
  • Writing up documentation from site audits
  • Proactive in finding ways to improve systems, procedures and performance
  • Ensuring all works are documented on the in-house systems and worksheets where specified.
  • Undertaking general IT administrative duties for clients and in-house, such as resetting passwords, backups and other server tasks.

TECHNICAL SUPPORT
  • Ability to be independent with customer support issues.
  • Receiving and acting upon telephone support requirements
  • Take responsibility for some functions in the absence of team members when requested to do so by management.
  • Attending visits to site where necessary

OFFICE AND BUSINESS
  • General up-keep of office environment
  • To share knowledge, support and assist other team members and apprentices.

Whilst every effort has been made to ensure this job description provides a comprehensive overview of the responsibilities of this role, all employees may be required to undertake other reasonable tasks as requested from time to time.

PERSON SPECIFICATION

ESSENTIAL
  • 3 + years' experience of Microsoft Operating System installation and support
  • 3 + years' experience of Microsoft Application Software installation and support
  • 3 + years' experience of hardware installation and support in a networked environment
  • Strong Windows desktop skills and support experience
  • Server Active Directory/DNS/DHCP
  • Knowledge of networking technologies and troubleshooting (IP, DHCP, DNS, VLANs and switching)
  • Basic knowledge of IP Telephony
  • Full UK Driving Licence
  • Excellent customer service skills
  • Able to work in a confidential environment and an understanding of the importance of this
  • A willingness to learn new skills and apply these accurately
  • Good administration skill and an eye for detail
  • Good verbal and written communication skills
  • Ability to use own initiative and work independently
  • Good liaison and team working skills
  • Good organisational skills and the ability to prioritise and work for more than one person
  • Strong interpersonal skills
  • Have suitable conduct for audience
  • Dress appropriately for days tasks
  • Ability to interact Face to face with a customer
  • A positive 'can do' attitude to workWillingness to work co-operatively and supportively with others

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